Complaints Procedure

Despite our best efforts, we realise that things will go wrong from time to time. If you are unhappy with any of our products or services then please let us know and give us the opportunity to put things right for you.

Please note, if your complaint is particularly serious or we are unable to resolve your
complaint within three months, we may be required to inform the Guernsey Financial Services
Commission (GFSC) or to the Trading Standards Service (Trading Standards). If we do tell the
GFSC or Trading Standards about your complaint, we will let you know.

Reporting a Complaint

If you would like to make a complaint, please email us at including as much detail as possible and letting us know how you would like us to contact you. Alternatively, you can call us during working hours on (01481) 700700. We always aim to resolve your complaint as quickly as possible.

You can also write to us: Complaints Manager, Sure (Guernsey) Limited, P.O. Box 3, St. Peter Port, Guernsey, GY1 3AB. 

What if I want to speak to someone in person?

We can arrange a private meeting for you and a Sure representative at our offices if you wish.
We cannot promise that we will be able to resolve your issue for you while you are with us as
we may need to further investigate the matter.

What if I am disabled or have sight or hearing difficulties?

Please contact us using the method of your choice to inform us that you would like additional assistance as we aim to help wherever we can.

What if English is not my first language?

Please ask us whether we have a representative available who speaks your native language. Alternatively, you are welcome to have someone assist you, who can translate and help you to get your concerns across to us, or with permission from you, act on your behalf.


As soon as we have heard from you, we will issue you with a reference number (which we refer to as a ‘ticket’). We will send this via whichever communication method you chose when you logged your complaint.

We will start an investigation into your issue and update you along the way. We aim to contact you personally within two working days of receiving your complaint.

At that stage we may need to ask a few more questions to better help resolve your complaint.

We will make every effort to resolve your complaint within seven working days, however, depending on the complexity of the issue, it may take longer to fully investigate a complaint.
We will keep you regularly updated along the way so that you can be assured that we are dealing with your issue.


As soon as our review is complete, we will contact you and set out our position. We will offer you a proposed resolution and give you time to consider it. If you are due a refund, a credit or compensation this will all form part of the proposed resolution offer.

What if I don't accept your offer?

We may ask you why you feel that the offer is not what you were expecting and see if we can do anything else to address this. Our aim is to make every effort to put things right. If necessary, we will escalate your concern and reconsider the matter. You will then be contacted again to either confirm the original offer or to discuss any revised proposals.

What if I still don't accept it? Where else can I go?

If, despite our best efforts, you are still not satisfied with the resolution that we have offered, then you can take your complaint to a regulatory body. If you choose to do so, please ensure that you provide them with your Sure ‘ticket’ number.

The regulatory body that you should contact will depend on the nature of your complaint. If
your complaint relates to your mobile, landline or broadband service, you should take your
complaint to be the Trading Standards, which deals with consumer complaints. If your
complaint relates to your device, including any mobile handset, router, headphones, tablets,
or games consoles, then you should contact the Channel Islands Financial Ombudsman (CIFO).
Please be aware that Trading Standards and CIFO will expect you to have tried to resolve your
complaint with Sure before approaching them for resolution.

You can contact Trading Standards or CIFO by using the following contact details:


Trading Standards Service

Post: Trading Standards                                         
Trading Standards Service                                     
Trading Standards Office                     
Longue Rue

GY4 6HG                                            

Phone: (01481) 220379 

Website: Trading Standards Services - States of Guernsey (


Channel Islands Financial Ombudsman
Post: Channel Islands Financial
Ombudsman (CIFO)
PO Box 114                                           
JE4 9QG   

Phone: 01481 722218




Nothing within this process is intended to prevent you from seeking resolution through the
courts, in the unlikely event that you feel the need to do so.
We will normally keep records for a period of six years following a customer disagreement or

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